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Business process improvement has maximized productivity -- in every measure but CRM .
In the hands of customers, it's a powerful selling tool.
Make agents happier, increase efficiencies, build loyalty, reduce costs, and improve performance.
Unique industry needs are not being addressed by generic solutions.
The future of the contact center agent.
Innovations and contemporary best practices.
How to outsource your services--and maintain brand-image consistency.
Can you have your cake and eat it, too?
Why it makes sense to unify now.
Three self-service mistakes to avoid.
It's popular, but not necessarily better.
They're not just better than their peers -- they are dramatically better.
New technologies expose information in new ways. Are you prepared?
The way your firm treats salespeople may reflect the way it treats customers.
Adhere to a plan and avoid unnecessary changes.
When it comes to software-as-a-service, automated incentives are their own reward.
Make the most of those in-person interactions.
The key to AVM success is overcoming misplaced skepticism.
Keeping your customers from breaking up with you.
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